Eight problems, eight fixes that take under two minutes
These cover most of the messages we receive. Try the fix first; you will usually be back watching sooner.
The picture keeps freezing
Plug the TV or stick in with an ethernet cable if you possibly can. That single change solves most freezing. If a cable is not an option, move a Fire Stick out from behind the TV with its HDMI extender and switch your Wi-Fi to the 5 GHz band. Full buffering guide.
My login will not work
Copy and paste the password rather than typing it, and check the server URL includes http:// and the port number after the colon if our email shows one. Most "invalid login" messages are a single wrong character. Every login error explained.
No TV guide is showing
If you signed in with the M3U link, switch to the Xtream Codes login and the guide arrives automatically. Then refresh the EPG in the app's settings. Fix a blank guide.
The app is slow to open
Clear the app's cache (not its data, which would erase your login) in your device's app settings, and hide channel groups you never watch so the list is smaller.
One channel will not load
Try another channel first. If others play, the issue is that one feed: refresh the playlist and try again in a few minutes, then send us its name if it is still down. Channel not loading?
It only buffers in the evening
Evening slowdowns are usually inside your home: someone downloading a game, a backup running, or a VPN. Pause big downloads, turn off the VPN and test again at the same hour.
Sound is out of sync
Switch the stream format or audio decoder in the app's player settings, then check your TV or soundbar's AV sync setting. Lip-sync fixes.
It says too many connections
More devices are playing than your plan allows. Close the app on devices nobody is watching, wait a minute, and try again. To watch on more TVs at once, move to a plan with more screens.
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Getting started
You have just ordered and want a picture on screen.
Something is not working
Freezing, a missing channel, a refused login.
Billing and account
Payment, renewals, screens and refunds.
Channels and content
What is in the lineup and how to find it.
Setup guide by device
Before you message us
To get the fastest answer, include three things: the device you are using (for example "Fire TV Stick 4K" or "Samsung 2021"), the app name, and the exact wording of any error, or a photo of the screen. Your username helps too; never send your password.
In-depth guides
Still stuck? A person is waiting
Send your device, app and a photo of the screen. We reply within minutes during the day and evening, seven days a week.